Returns & Refunds Policy

The North East Pet Shop — North East Pets Limited

At The North East Pet Shop, we aim to provide quality products and reliable service. This policy explains our returns and refunds procedures. Nothing in this policy affects your statutory consumer rights.

1. Online Purchases — Change of Mind

For eligible products purchased online, you have a statutory right to cancel your order within 14 days after receiving your goods, without providing a reason.

You must notify us of your decision to cancel within this period by emailing info@nepets.co.uk or by another clear statement.

Once you have notified us, you must return the goods without undue delay and no later than 14 days after notifying us of cancellation.

These are our standard change-of-mind cancellation periods. We do not offer an additional voluntary returns period.

The statutory calculation of these periods, including any applicable extensions, continues to apply.

2. Condition of Returned Products

You may inspect products as you reasonably would in a physical shop.

Please return products securely packaged, with all relevant components and accessories.

Where handling exceeds what is reasonably necessary to establish the nature, characteristics and functioning of the product, we may make a lawful deduction reflecting any resulting reduction in value.

We do not charge restocking or administration fees for statutory cancellations.

Original packaging is recommended but is not an absolute condition of your statutory cancellation rights.

3. Return Postage

Customers are responsible for paying the direct cost of returning unwanted goods when cancelling because they have changed their mind, unless we expressly agree otherwise.

We recommend using a tracked postal or courier service and retaining proof of postage.

For bulky products that